Bridging the experience gap

Client: Aarogya Setu (a public private partnership)


The quick response to the emerging COVID 19 situation saw the genesis of this response app by the GOI.  By the end of April, the design team decided to dig deeper into the user behaviour across the instructions  shared, difficulty levels and interpretation of information shared.

Not to mention that this study was supposed to be remote given the situation and diversity.


The study highlighted the importance of communicating with the written and visual language that aligns to  the masses’ mental models. A few missing areas were identified including one pertaining to poor connectivity  hampering the experience. The study became the basis for critical changes before the next release.